Wholesale Client Success Team Leader

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Regular

English (Required)

1st shift (United States of America)

A leadership position responsible for managing an industry-leading group that delivers Wholesale Payments solutions to clients. This role is critical in improving client relationships and supporting profitable growth. The Team Leader I supports the vision, strategic direction and execution of Wholesale services and continuous improvement of the client experience.

The Team Leader I ensures the accurate execution and/or resolution of issues related to various wholesale services. They act as the point of escalation, partnering with other leaders. The Team Lead I is responsible for leading the group, encouraging collaboration within the team and with business partners, and supports teammate engagement and inclusion within Client Success.

The Team Lead I is responsible for developing and maintaining effective risk controls through documented procedures and job aids for Client Success as well as key performance, and governance routines. They support Wholesale Payments in identifying and implementing efficiencies in the products end to end onboarding, and/or client experience. Work is independent and self-directed, with guidance in complex situations.

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Provides support to the team while partnering with other teams to improve processes, roll out new features/products and advance business initiatives that have financial impacts to Truist.
• Influences timelines, expectations, and proactively negotiates across departments and sometimes functional management.
• Acts autonomously on most decisions. Requires guidance on more complex judgements.
• Maintains open partnerships with Lines of Business, Product, and other stakeholders to provide mutual feedback on business processes and opportunities for improvement.
• Assists in developing and implementing short-term strategic goals for Wholesale Payments with the view of delivering operational excellence. Communicate overall purpose, mission and values to ensure teammate alignment and effective execution.
• Participates as a subject matter expert for quality and efficiency projects and activities surrounding continuous best practices, and quality improvement. Assist in development of processes and create procedures to effectively meet or exceed client expectations. Communicate updates and changes to the team as needed.
• Develop and maintain effective risk governance and operational risk management systems and processes to manage risk and safeguard assets.
• Directs support to the Wholesale Payments products and solutions, managing capacity needs, meeting, or exceeding established service levels, and driving client satisfaction.
• Utilizes problem-solving, partnership, communications, persuasion, and negotiation skills to achieve desired results.
• Researches, suggests, and promotes more efficient processes to improve quality